Business Architect

Job Summary

Collaborating with business and IT teams, the full-time Business Architect will design and deliver scalable contact center solutions, translating business requirements into effective technical architectures across various communication channels.

Key responsibilities

• Lead and participate in planning, analysis, and design activities related to enterprise architecture implementation
• Define and communicate contact center architecture vision across infrastructure, applications, and agent desktop capabilities
• Engage in business analysis and design for contact routing, personalization, and self-service capabilities

Required qualifications

• 4-5 years of experience in voice and data telecommunications with strong exposure to contact center technologies
• Hands-on experience with Amazon Connect, including contact flow setup and omnichannel support solutions
• Experience in converting business requirements into technical solutions for contact center migration and transformation projects
• Good knowledge of customer communication channels such as IVR, voice, chat, SMS, and digital support platforms
• Experience with chatbots, voice bots, and workflow automation to enhance customer experience